Operational Delivery Manager

19 Mar 2017
18 Apr 2017
Contract Type
Full Time
Pensions Operational Delivery Manager - Darlington

Primary purpose of the role:

To manage teams that deliver a pensions administration service, leading and developing Team Leaders and to support the management of relationships with clients and trustees.

Key responsibilities

*Maintaining a clear understanding of the client's requirements through demonstrating a good understanding of all processes and procedures used to satisfy the client's requirements.
*Ensuring that the teams are managed taking into consideration the requirements of the principle 'pay due regard to the interests of customers and treat them fairly' (TCF)
*Maintaining a flexible approach to the needs of the whole business contributing to business plan objectives.
*Following standards of performance and quality to achieve a first class service.
*Identifying and report risks and breaches immediately to the Service Delivery Manager and to the Operational Risk & Compliance Department and ensure the appropriate controls are in place to facilitate this.
*Adhering to the ISO and Investors in People Standards, Quality Management System and
*comply with pensions and FCA regulations and initiatives, for example, Treating Customers
*Fairly (TCF).
*Managing the section within the set governance frameworks and input to development of company policy for example - Training & Competence and Incident Management.
*Providing support to senior management as required.

Key tasks

*To effectively co-ordinate and communicate information to the section and to the Service delivery Manager.
*To work with the Service Delivery Manager to set objectives for Performance, Income, SLA achievement, Scheme event delivery and to manage the overall delivery of these objectives.
*Ensure all MI for the section is appropriate, accurate and delivered within agreed time scale and to utilise all MI, including forecasting and capacity to enable a clear resourcing model to be in place for the section.
*Lead the introduction of process and client change via accurate and consistent rollout ensuring consistence of quality and process within the section.
*Handle escalated complex queries, tasks and issues and provide information, advice and support to the section and Service Delivery Manager.
*Attend meetings with clients and relevant third parties and acting as Client Relationship Manager with specified clients where required with the support of the Service Delivery Manager.
*Performance Management including Appraisals process, staff development and training and competence framework to assist staff achieve their full potential and help maintain and improve staff motivation and morale.